Salesforce Service Cloud vs Samanage comparison

Salesforce and SolarWinds are both solutions in the Help Desk Software category. Salesforce is ranked #7 with an average rating of 8.1, while SolarWinds is ranked #16 with an average rating of 8.0. Salesforce holds a 1.9% mindshare in HDS, compared to SolarWinds’s 1.6% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

Salesforce Service Cloud

Read 57 Salesforce Service Cloud reviews

3,155 Views
1,388 Comparison Views

96% willing to recommend

Samanage

Read 3 Samanage reviews

1,426 Views
884 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Samanage

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Samanage compete in the customer service management category. Salesforce generally has the upper hand due to its advanced capabilities and scalability.

Features: Salesforce Service Cloud offers comprehensive automation tools, CRM integration, and AI-powered analytics, allowing customizable workflows and omnichannel communication. Samanage provides accessible self-service portals, efficient incident management, and simplified user access control, appealing for immediate productivity enhancement.

Ease of Deployment and Customer Service: Salesforce Service Cloud's deployment is highly customizable but requires more time and technical expertise. Despite this, it provides excellent customer support and onboarding resources. Samanage has quicker deployment with straightforward setup, suitable for rapid implementation without intense technical involvement, though its customer service is less extensive.

Pricing and ROI: Salesforce Service Cloud has higher setup costs due to its comprehensive features, but offers compelling long-term ROI for organizations using its full capabilities. Samanage presents competitive pricing with valuable features, leading to favorable ROI, especially for smaller to medium businesses concentrating on essential service management functions.

To learn more, read our detailed Salesforce Service Cloud vs. Samanage Report (Updated: March 2026).

Buyer's Guide

Salesforce Service Cloud vs. Samanage

March 2026

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Helped 885,311 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Salesforce Service Cloud

Ranking in Help Desk Software

7th

Average Rating

8.4

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Knowledge Management Software (4th), IT Alerting and Incident Management (6th)

Samanage

Ranking in Help Desk Software

16th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Asset Management (12th), IT Service Management (ITSM) (17th), License Management (5th)

Mindshare comparison

As of March 2026, in the Help Desk Software category, the mindshare of Salesforce Service Cloud is 1.9%, down from 2.1% compared to the previous year. The mindshare of Samanage is 1.6%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Salesforce Service Cloud	1.9%
Samanage	1.6%
Other	96.5%

Help Desk Software

Featured Reviews

reviewer2688993

Lead Solutions Architect at a financial services firm with 11-50 employees

Leverage top-tier automation capabilities while streamlining complex naming conventions

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

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Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"The flexibility of the platform is what really separates it from the crowd."

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"The product's initial setup phase was straightforward."

"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."

"We are very happy with the support team from Salesforce."

More Salesforce Service Cloud pros

"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"The solution has a great filtering feature."

"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."

Cons

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"They need to improve the email integration with Outlook. At the moment the plugin is very unstable, and crashes from time to time."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The pricing of the various editions could be improved."

"While there is extensive reporting in the system, there is not always a direct route to get what you are looking for."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"The solution's integration with the main ERP is a little cumbersome."

"The workforce management could use improvement as my client wasn't happy with the scheduling engine."

More Salesforce Service Cloud cons

"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."

"The system shuts down about once a month which is frustrating."

"There are definitely areas for improvement, but so far, so good."

"The setting up process is not quite easy. It's quite difficult."

Pricing and Cost Advice

"Salesforce is not a cheap product. It can be expensive."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"The solution is priced at 50 dollars a month per user."

"The price of the solution depends on how many users need access to it"

"Salesforce Service Cloud is a bit expensive."

"Salesforce is very cost-effective."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

More Salesforce Service Cloud pricing and cost advice

"It is expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

University

Outsourcing Company

Performing Arts

Construction Company

16%

Manufacturing Company

14%

Comms Service Provider

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	20
Midsize Enterprise	13
Large Enterprise	25

No data available

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

See all answers

What needs improvement with Salesforce Service Cloud?

While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service a...

See all answers

What is your primary use case for Salesforce Service Cloud?

I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.

See all answers

What do you like most about Samanage?

The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it.

See all answers

What needs improvement with Samanage?

See all answers

What is your primary use case for Samanage?

I use it for incident recording based on your inventory.

See all answers

Comparisons

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Compared 15% of the time

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Compared 8% of the time

NICE CXone vs Salesforce Service Cloud

Compared 6% of the time

Zendesk vs Salesforce Service Cloud

Compared 5% of the time

Salesforce Sales Cloud vs Salesforce Service Cloud

Compared 5% of the time

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Compared 17% of the time

Freshservice vs Samanage

Compared 15% of the time

Provance IT Asset Management Pack vs Samanage

Compared 5% of the time

Symantec Asset Management Suite vs Samanage

Compared 5% of the time

LiveAgent vs Samanage

Compared 5% of the time

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Product Reports

Buyer's Guide

Salesforce Service Cloud

March 2026

Download Salesforce Service Cloud product report

Buyer's Guide

Help Desk Software

March 2026

Download Samanage product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

"Samanage enables organizations worldwide to deliver a superior service experience. Samanage’s IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platform, allowing IT and other service providers to effectively manage and connect service requests to IT assets. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust ITSM solution in days not months or years. "

SolarWinds

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Buyer's Guide

Salesforce Service Cloud vs. Samanage

March 2026

Free Report: Salesforce Service Cloud vs. Samanage

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